Sandown Properties LTD – Sat 20th June 2020 - UPDATE - Author – Richard Tuke (Director)
We are delighted to announce that from Monday 13th July 2020 Wales has been allowed to re-open the hospitality sector and that self-catering properties are allowed to receive guests. Please be aware that these measures are on the strict condition that the infection rates in Wales continue to fall and may be subject to change.
We have compiled the FAQ’s below in light of yesterday’s announcement in the hope that it will answer the majority of your questions,
Q. I am due to arrive Fri 10th July / Sat 11th July 2020 surely I can still come as it is so close to the official date?
Unfortunately not. The date Monday 13th July 2020 is a strict date and we can not allow guests to check in before this date. There will be an option for you to arrive on Mon 13th July 2020 for a shorter stay. We will contact you individually if this setting applies to you within the next few days.
Q. I heard that the date was 6th July 2020 not 13th July 2020?
Even though the hospitality sector has been allowed to re-open from the 6th July 2020 – the lifting of the travel restrictions to travel further than a 5-mile radius from your home is not being lifted until Mon 13th July 2020 and this is what we must adhere to
Q. When should I pay the balance of my holiday ?
We have extended our policy until further notice that all balances can be paid 4 weeks prior to arrival as opposed to our previous policy which was 8 weeks. For those guests who are arriving soon after Mon 13th July 2020 we invite you to pay the balance of your holiday now.
Q. I have forgotten what my balance was how can I check?
If you are uncertain what the balance of your holiday is please refer back to your original booking confirmation email, it should have these details. Please remember that a refundable damage deposit of £100.00 is payable also with your balance payment which is refunded within 10 days pending a satisfactory checkout inspection.
Q. I can’t find my original booking confirmation email?
Q. How do I pay?
As we are experiencing high call volumes and enquiries and working with minimum staff, we ask that you please kindly pay your balance payment by bank transfer. Our account details are as follows:
SANDOWN PROPERTIES LTD, SORT CODE 20 51 08, ACC NO 63778258.
Q. What reference should I use?
It is very important that we can identify your payment. Please ensure in the reference you use the surname of the individual who made the booking and your arrival date. For example, JONES 0208 (JONES party arriving 2nd of August)
Q. Can I not pay by card?
Q. I would like to please pay over the phone?
We can take card payments over the phone, if you wish to use this method please email us to request this and we will call you. Please do not call us as we are often not in a position to instantly stop what we are working on and take a payment there and then unfortunately and are often out and about.
Q. Can I still check in at 4pm and check out at 10am?
It’s looking likely that we will have to amend the check in time and check out times for your stay. We have yet to confirm this and will let you know. The additional cleaning and sanitisation required between changeovers means unfortunately there may need to be an adjustment to these times. We will inform you of this shortly.
Q. What safety measures are you taking?
Please be assured that your safety and the safety of our staff is our main priority. All our housekeeping team have been kept informed of all government recommendations and have adopted all guidelines given on the additional cleaning measures and products required. Our staff have also been provided with PPE equipment.
Q Do I need to do anything different during our stay?
At each property there will be a covid_19 info sheet which will detail all simple things that you can do during your stay to minimise the risk of any infection transmission to keep everyone safe.
Q. Will you inform me before I travel of these details?
Yes. We will send to you by email before you travel advice on simple measures that you may wish to consider before you travel and during your stay.
Q. We still have a member of our party that is shielding therefore even though the measures have been lifted not all of us can travel?
Unfortunately, the guidelines for shielding are likely to be in place for a considerably longer period of time than Mon 13th July 2020 and as the majority of our bookings have at least 1 member of their party shielding it is not feasible for us to cancel or move all these bookings on this basis. We can send a personal request to the owners of the property in this instance but the decision is theirs to make and not ours about moving your booking and we cannot guarantee this.
We appreciate that the above may not have answered all your questions therefore please do contact us by email should you have any further queries but be patient that our response time may not be as efficient as usual.
We wish to extend our thank you for your support and understanding at this time. It is greatly appreciated.
Sandown Properties LTD
Lon St Ffraid